Management Fundamentals 2e Lussier

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Communication The Essential Skill
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What is communication?
The process by which we exchange information
through a common system of symbols, signs, or
behavior.
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Can we ever not communicate?

• Listening
• Reading/Seeing
• Body Language

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The Communication Process
Exhibit 112
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The Communication Process

• Encoding
• The senders process of putting the message into
  a form that the receiver will understand.
• Communication Channels
• The three primary channels are oral, nonverbal,
  and written.
• Decoding
• The receivers process of translating the message
  into a meaningful form.

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A Model of the Communication Process
RECEIVER
SENDER
Message decoded
Message encoded
Message
Noise culture, values, traditions.
Feedback encoded
Feedback decoded
Feedback
Frame of Reference
Frame of Reference
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The Importance of Feedback

• Not Face to Face
• Request a written answer to a written message.
• Ask when the reply will be coming.
• Persist until a response is received from the
  receiver.

• When Face to Face
• Ask questions to determine if you have been
  understood.
• Ask the receiver to restate what you have said.
• Watch for signs of understanding nodding
  frowning.

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Major Communication Barriers
Exhibit 113
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Barriers to Communication

• Senses
• Semantics
• Emotions
• Expectations
• Personality

• Prejudice
• Changes
• Poor organization
• Info Overload
• Poor Listening

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Organizational Communication

• Vertical Communication
• The flow of information both downward and upward
  through the organizational chain of command.
• Horizontal Communication
• The flow of information between colleagues and
  peers.
• Grapevine
• The flow of information in any direction
  throughout the organization.

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Organizational CommunicationFormal Communication
Exhibit 111a
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Organizational CommunicationInformal
Communication
Exhibit 111b
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Message Transmission Channels
Exhibit 4
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Oral Communications

• Advantages
• Easier
• Faster
• Encourages feedback

• Disadvantages
• Less accurate
• Leaves no permanent record

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Nonverbal Communications

• Nonverbal Communication
• Includes messages sent without words.
• Setting (physical surroundings)
• Body language
• Facial expressions
• Vocal quality (how said, not what said)
• Gestures
• Posture
• Disadvantage
• Can be misinterpreted by receiver.

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Written Communications

• Advantages
• More accurate
• Provides a permanent record

• Disadvantages
• Takes longer
• Hinders feedback

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Selecting the Message Transmission Channel

• Media Richness
• The amount of information and meaning conveyed
  through a channel.
• Oral channels (e.g., face-to-face) are the
  richest channels, useful for sending difficult
  and unusual messages.
• Written channels are less rich, useful for simple
  and routine messages.
• Combined channels are best used for important
  messages that must be attended to.

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Sending Messages

• Planning the Message
• What is the goal of the message?
• Who should receive the message?
• How should the message be sent?
• When should the message be sent?
• Where should the message be sent?

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The Face-to-Face Message-Sending Process
1. Develop rapport.
2. State your communication objective.
3. Transmit your message.
4. Check receivers understanding.
5. Get a commitment and follow up.
Model 111
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Checking Understanding Feedback

• Feedback
• The process of verifying messages.
• Paraphrasing
• The process of having the receiver restate the
  message in his or her own words.
• Feedback Problems
• Receivers feel ignorant.
• Receivers are ignorant.
• Receivers are reluctant to point out senders
  ignorance.

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Checking Understanding Feedback

• How to Get Feedback
• Be open to feedback
• There are no dumb questions.
• Be aware of nonverbal communication
• Make sure your nonverbal communication encourages
  feedback.
• Ask questions
• Dont take action before checking on message.
• Use paraphrasing
• Check the receivers interpretation of your
  message.

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The Message-Receiving Process
Exhibit 115
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Response Styles
Exhibit 116
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Response Styles

• Advising
• Providing evaluation, personal opinion,
  direction, or instructions.
• Diverting
• Switching the focus of the communication.
• Probing
• Asking the sender for more information.

• Reassuring
• Responding to reduce the intensity of emotions.
• Reflecting
• Paraphrasing the message to indicate acceptance
  and understanding.

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Calming an Emotional Person

• Empathic Listening
• The ability to understand and relate to anothers
  situation and feelings.
• Dealing with Emotional People
• Dont make statements putting the person down.
• Do make reflective empathic responses.
• Paraphrase feelings.

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NONVERBAL COMMUNICATION

• Movements, gestures, body positions, vocal
  qualities and a variety of unspoken signals sent
  by people, often in conjunction with verbal
  messages

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COMMUNICATION OF FEELINGS
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BODY LANGUAGE

• Eye contact
• Posture
• Facial expressions
• Nodding of head
• Gestures
• The Body Language Dictionary

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VOCAL CUES

• Pitch
• Volume
• Rate of speech
• Voice quality

• Articulation
• Pauses
• Silence
• Semantics

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APPEARANCE AND GROOMING

• Hygiene
• Clothing and Accessories

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SPATIAL CUES

• Intimate distance 0-18
• Personal distance 18-4
• Social/work distance 4-12
• Public distance 12 or more

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ENVIRONMENTAL CUES

• Clutter
• Cleanliness
• Offensive items

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MISCELLANEOUS CUES

• Personal habits
• Time allocation and attention
• Follow-through
• Etiquette and manners
• Color

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ROLE OF GENDER

• Communication differences
• Approach relationships differently
• Brains develop at different rates

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IMPACT OF CULTURE

• Personal knowledge growth increases
• Awareness of similarities important
• Must learn about cultures, habits, values
  beliefs
• Requires action plan for learning about other
  cultures people

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UNPRODUCTIVE BEHAVIORS

• Unprofessional handshake
• Fidgeting
• Pointing fingeror object
• Raising eyebrow
• Peering over glasses
• Crossing arms
• Holding hands near mouth

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IMPROVING NONVERBAL COMMUNICATION

• Seek out nonverbal cues
• Confirm perceptions
• Seek clarifying feedback
• Analyze interpretations of cues